Surface pro 4 is block in start loop

Question

Hy everybody,

Right after a windows update my surface restarts in a loop. Unable to open the boot menu to start on USB and all the key combinations do not work. What should I do ?

Answer 1

Hi doriantoto,

Thank you for reaching out Microsoft Community. We're sorry for the inconvenience this has caused you.

Were you able to back up your files before this kind of issue happened? What we can do now is to reset the device using a USB recovery drive like we need to reimage the device so you can re-install its default OS and re-set it up. To reimage the device, kindly follow the instructions below.

- HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE -

You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for your Surface device. 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface

USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

If reimaging the device won't succeed, then this confirms that your Surface is already facing a hardware issue and the best recommendation I can suggest is to contact our MS Surface Support for replacement options.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

Kind Regards,

Crest_Z

Answer 2

Hello,

Thank for your feedback.

But i try all this methods, without success. My surface can't restart.

Unfortunately, it is no longer under warranty...

What should i do ?

Kind Regards,

Dorian

Answer 3

this happened to lot of customers after a failed update.

seems like for all of them where out of warranty.

but you can use it as expensive paper weight like we are doing.

Never to a buy surface pro henceforth!